Old mutual disappointed timeliness on payout

We took out a funeral policy for my uncle with old mutual and have submitted a clam on the 19th May and up until today the 26th its not yet paid out. Their 48 hrs period is long gone. We did it via WhatsApp and email and no one came back to us even now he is the one running around. Another thing is that when we takeout a policy we know that any unnatural or accidents are paid double now we are being told something different saying that there are 2 options that of which that was not communicated.